Returns & Refunds Information

Item is damaged/faulty/wrong

Please take any damaged, faulty or wrong products to Dove Hospice Remuera Shop along with a copy of your tax invoice, for a refund.

  • You can use your order confirmation email as a tax invoice or access a copy in My Account.

If you are unable to visit our Dove Hospice Remuera Shop, please use our Contact us form or email customerservice@dovehospice.com to submit a request for a refund.

  • Please attached a clear image of the damaged/faulty/wrong item(s) and made sure you tell us your order number and the item code(s)
  • Our Customer Service team will review your refund application

Please allow two business days for a response from our Customer Service team confirming your refund and/or next steps.

When will I receive my refund?

Depending on your bank, it can take up to 5 business days for the refund to appear in your account.

How will I be refunded?

Your refund will be issued using your original payment method. Delivery fee is non-refundable.

How do I return an item ordered online?

Items ordered online can be returned to Dove Hospice Remuera Shop.

Please bring with you the receipt/tax invoice for return or exchange.

Return Policy

Our returns policy is in addition to your rights under the Consumer Guarantees Act 1993 because we want you to be happy with your purchase.

Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Change of mind returns

If you wish to return an item because you have changed your mind about your purchase, Dove Hospice online shop offer you an exchange voucher or refund provided that:

  • You return the item/s within 30 days of purchase.
  • You must provide your receipt/tax invoice.
  • The pre-loved item is in a re-saleable condition, meaning that it is unworn, unbroken, unopened, unused and in its original condition; and

If these requirements above are not satisfied, Dove Hospice online shop reserves the right not to offer an exchange voucher or refund for change of mind returns.

Pre-loved goods on which a change of mind return is not available

Dove Hospice online shop will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

  • Cosmetics (if the hygiene seal is broken)
  • Beauty products
  • Fragrances
  • Hosiery
  • Underwear
  • Swimwear
  • Pierced jewelry

These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.

Other Returns

Dove Hospice online shop will accept product returns and provide you with an exchange voucher, refund where:

  • The pre-loved product is faulty or is not of acceptable quality; or
  • The pre-loved product is not fit for its intended purpose; or
  • The pre-loved product does not match our description; and
  • You can present your Dove Hospice online shop receipt or other adequate proof of purchase.

Dove Hospice online shop reserves the right not to offer an exchange voucher or refund where the item fault is a result of misuse or neglect.

Claims for compensation or reasonable expenses incurred in returning your purchase together with supporting evidence should be addressed to our Dove Hospice online shop customer service team using the ‘Contact us’ option on the Dove hospice.com

Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. You are entitled to an exchange or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have an exchange of the pre-loved goods if the pre-loved goods fail to be of acceptable quality, and the failure does not amount to a major failure.

When returning a pre-loved product, you will be asked for information that is relevant to your return or to satisfy legislative requirements.

If you do not provide this information, then we may be unable to process your return.

When returning a pre-loved product, with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction.

If you do not have sufficient evidence of purchase, Dove Hospice online shop will conduct fraud investigations and fraud protection activities.

Information collected will be securely stored for a reasonable period, may be used for research and analysis or may be disclosed to government departments upon request, as required by law.

Dove Hospice online shop reserves the right to assess the condition and age of returned pre-loved goods before providing exchange or refund. This may result in an exchange or refund being refused.

If you wish to access your personal information, please contact Customer Service at +64 027 808 8950

Dove Hospice online shop is committed to protecting the privacy of your personal information.

Proof of Purchase

Returns, refunds or exchanges requests must be submitted with proof of purchase documents; Dove Hospice online shop online receipt/invoice.

Please note that delivery fees are non-refundable.

How to return a product ordered on Dove Hospice Online Shop via Click and Collect

Pre-loved products ordered through Dove Hospice online shop via Click and Collect can be returned to Dove Hospice Remuera Shop, with proof of purchase.